The new request form can be configured to suit the needs of your organization. It is highly customizable. You can add your own values to be set for the category of the request, priority of the request, level of request, and mode of the request. These will already have some default values in them. If you do not wish to have these then you can delete them and add new values or edit them to suit your needs. You can also add your own custom fields which will be available in the form. These custom fields can be of three types: text field, numeric field, and date field. You can use these to collect organization specific information for getting a better and clearer idea about the reported issue. Finally you can set the default values for the request form fields so that creating and submitting a new request if made easier.
The subsequent sections of the document explain in detail the various customizations and configurations that can be done in the request form.
Configuring Request Category
Configuring Request Status
Configuring Request Level
Configuring Request Mode
Configuring Impact
Configuring Urgency
Configuring Request Priority
Configuring Priority Matrix
Configuring Request Type
Configuring Incident - Additional Fields
Configuring Request Closure Code
Configuring Request Closing Rules
Configuring Incident Template
Configuring Resolution Template
Configuring Reply Template
Configuring Task Template